AccountId: 011433970860
ContactId: 706bd14f-ed3e-421a-bc23-3e9c66535641
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164119 ms
Total Talk Time (AGENT): 55546 ms
Total Talk Time (CUSTOMER): 68607 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/706bd14f-ed3e-421a-bc23-3e9c66535641_20250110T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Baptist Outpatient Services.
[AGENT][POSITIVE] Yes, how may I assist you?
[CUSTOMER][NEUTRAL] I need to verify.
[CUSTOMER][NEUTRAL] Um, yes, I need to check status on a claim, please.
[AGENT][NEUTRAL] May I have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And um tax ID [PII].
[AGENT][NEUTRAL] I'm needing the policy number, the member's policy number.
[CUSTOMER][NEUTRAL] 0, 02263302.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 61672.
[AGENT][NEUTRAL] And may I please have the date of service and the total bill?
[CUSTOMER][NEUTRAL] [PII] $3,851.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that is for date of service of [PII]?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, I'm not seeing the claim on file for that date of service.
[CUSTOMER][NEUTRAL] OK. And can you tell me if the patient's policy is active, please?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm sorry, what is your name again?
[AGENT][NEUTRAL] It is [PII]. Would you like me to spell that for you?
[CUSTOMER][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] It is spelled [PII] last initial of [PII] and today's date will be used as the call reference.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So at that, you're welcome. At that time of service, this policy was active.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Oh, OK, so it's um uh for [PII] um was active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so I'll go ahead um.
[CUSTOMER][NEUTRAL] And text the claim.
[AGENT][NEUTRAL] OK. And do you, would you like to check the fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, I have it as um [PII].
[AGENT][NEUTRAL] Yes, and that is attention claims department.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much and you have a wonderful rest of the day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. You have a great day as well.
[CUSTOMER][NEUTRAL] You too bye.